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E-service: enhancing internal customer service through e-procurement
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UNSPECIFIED (2003) E-service: enhancing internal customer service through e-procurement. In: 2nd International Conference on Electronic Business, TAIPEI, TAIWAN, DEC 10-13, 2002. Published in: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 14 (5). pp. 539-555. doi:10.1108/09564230310500219 ISSN 0956-4233.
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Official URL: http://dx.doi.org/10.1108/09564230310500219
Abstract
E-business developments represent a significant step in the evolution of inter-organisational systems (IOS). Their impact on external supply chains is a major area of discussion and analysis in the literature, principally examining issues of governance structure and process efficiencies. This paper, however, addresses issues relating to the impact of e-business developments on internal customer service with a focus on electronic procurement introduction in other words it concentrates on the intra-organisational system dynamics of e-business. The procurement process is the basis for one of the primary internal customer-provider interfaces and thus presents a valid and useful domain of study in internal customer service. In contributing to the emerging e-service field the article first contends that much of the recent research into e-service has taken a primarily external customer focus. However, reports suggest that the potential of e-business comes from applications both within and between businesses. Consequently, this paper focuses on the findings relating to internal e-service obtained from an extensive, primarily qualitative and exploratory, research programme incorporating 97 organisations. The article concludes that internal customer satisfaction is central to the success of e-procurement deployment and is a significant determinant of the cost benefits to be gained from its adoption.
Item Type: | Conference Item (UNSPECIFIED) | ||||
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Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||
Journal or Publication Title: | INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | ||||
Publisher: | EMERALD GROUP PUBLISHING LIMITED | ||||
ISSN: | 0956-4233 | ||||
Official Date: | 2003 | ||||
Dates: |
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Volume: | 14 | ||||
Number: | 5 | ||||
Number of Pages: | 17 | ||||
Page Range: | pp. 539-555 | ||||
DOI: | 10.1108/09564230310500219 | ||||
Publication Status: | Published | ||||
Title of Event: | 2nd International Conference on Electronic Business | ||||
Location of Event: | TAIPEI, TAIWAN | ||||
Date(s) of Event: | DEC 10-13, 2002 |
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